Modification History
Not applicable.
Description
Descriptor
This qualification reflects the role of individuals who possess a sound theoretical knowledge base and use a range of specialised, technical or managerial competencies to plan, carry out and evaluate their own work and/or the work of a team.
Job Roles
- Analyst
- Campaign Manager
- Project Manager
- Quality Assurance/Compliance Officer
- Scheduler
- Subject Matter Expert/Coach
- Team Leader (experienced)
- Team Supervisor/Manager.
Pathways Information
Qualification Pathways
Entry requirements
There are no entry requirements for this qualification.
Pathways into the qualification
Candidates may enter the qualification through a number of entry points including:
- BSB40307 Certificate IV in Customer Contact or other relevant qualification/s
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- with vocational experience assisting in a range of support roles without a formal business qualification.
Examples of indicative job roles for candidates seeking entry based upon their vocational experience include:
- Scheduler
- Subject Matter Expert/Coach
- Quality Assurance Coordinator or Manager
- Team Leader/Manager/Supervisor.
This breadth of expertise would equate to the competencies required to undertake this qualification.
Pathways from the qualification
After achieving this qualification candidates may undertake:
- BSB60307 Advanced Diploma of Customer Contact.
Licensing/Regulatory Information
Licensing , Legislative , Regulatory or Certification Considerations
There is no direct link between this qualification and licensing, legislative and/or regulatory requirements. However, where required, a unit of competency will specify relevant licensing, legislative and/or regulatory requirements that impact on the unit.
Entry Requirements
Not applicable.
Employability Skills Summary
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EMPLOYABILITY SKILLS QUALIFICATION SUMMARY |
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The following table contains a summary of the Employability Skills required by industry for this qualification. The Employability Skills facets described here are broad industry requirements that may vary depending on qualification packaging options. |
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Employability Skill |
Industry /enterprise requirements for this qualification include : |
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Communication |
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Teamwork |
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Problem-solving |
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Initiative and enterprise |
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Planning and organising |
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Self-management |
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Learning |
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Technology |
(Technology requirements may be modified for people with a disability) |
Packaging Rules
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Packaging Rules Total number of units = 10 6 core units plus 4 elective units The 4 elective units may be selected from the elective units listed below, or any currently endorsed Training Package or accredited course at the same qualification level. Electives must be relevant to the work outcome, local industry requirements and the qualification level. Core units Contact Centre Operations BSBCCO601A Optimise customer contact operations Information Management BSBINM501A Manage an information or knowledge management system Innovation BSBINN502A Build and sustain an innovative work environment Management BSBMGT516C Facilitate continuous improvement Workplace Effectiveness BSBWOR502B Ensure team effectiveness Imported Units FNSICORG515B Provide mentoring and coaching within the workplace Elective units Compliance BSBCOM404B Promote and liaise on compliance requirements, systems and related issues BSBCOM501B Identify and interpret compliance requirements BSBCOM502B Evaluate and review compliance BSBCOM503B Develop processes for the management of breaches in compliance requirements BSBCOM601B Research compliance requirements and issues BSBCOM602B Develop and create compliance requirements BSBCOM603B Plan and establish compliance management systems Contact Centre Operations BSBCCO401A Administer customer contact telecommunications technology BSBCCO402A Gather, collate and record information BSBCCO501A Develop business continuity strategies BSBCCO602A Manage customer contact information BSBCCO603A Design and launch new customer contact facilities BSBCCO604A Develop and maintain a service level strategy BSBCCO605A Develop and maintain a customer contact marketing strategy BSBCCO606A Forecast and plan using customer contact traffic information analysis BSBCCO607A Manage customer contact centre staffing BSBCCO608A Manage customer contact operational costs BSBCCO609A Integrate customer contact operations within the organisation Customer Service BSBCUS401A Coordinate implementation of customer service strategies Diversity BSBDIV601A Develop and implement diversity policy General Administration BSBADM407B Administer projects Human Resource Management BSBHRM402A Recruit, select and induct staff BSBHRM503A Manage performance management systems BSBHRM505A Manage remuneration and employee benefits BSBHRM506A Manage recruitment, selection and induction processes BSBHRM507A Manage separation or termination BSBHRM509A Manage rehabilitation or return-to-work programs BSBHRM604A Manage employee relations IT Analysis and Design BSBITA601A Configure and optimise customer contact technology Learning and Development BSBLED502A Manage programs that promote personal effectiveness BSBLED701A Lead personal and strategic transformation Management BSBMGT405A Provide personal leadership BSBMGT605B Provide leadership across the organisation BSBMGT615A Contribute to organisation development BSBMGT618A Develop a contact centre business plan Marketing BSBMKG610A Develop, implement and monitor a marketing campaign Occupational Health and Safety BSBOHS509A Ensure a safe workplace Project Management BSBPMG501A Manage application of project integrative processes BSBPMG502A Manage project scope BSBPMG503A Manage project time BSBPMG504A Manage project costs BSBPMG505A Manage project quality BSBPMG506A Manage project human resources BSBPMG507A Manage project communications BSBPMG508A Manage project risk BSBPMG509A Manage project procurement BSBPMG510A Manage projects Public Relations BSBPUB504A Develop and implement crisis management plans Quality Auditing BSBAUD501B Initiate a quality audit Risk Management BSBRSK501A Manage risk Sales BSBSLS502A Lead and manage a sales team Sustainability BSBSUS501A Develop workplace policy and procedures for sustainability Workplace Effectiveness BSBWOR403A Manage stress in the workplace Imported Units ICAA5056B Prepare disaster recovery and contingency plans ICAA6149B Implement quality assurance processes for business solutions Selecting Elective Units for Different Outcomes The context for this qualification varies and this must guide the selection of elective units. An example of appropriate elective units for a particular outcome follows. Campaign Manager 6 core units plus 4 elective units
Project Manager 6 core units plus 4 elective units selected from:
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